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Znuny Professional Services

The ((OTRS)) Community Edition Fork with long-term Support (LTS)

Agility and Transparency for Your Service Desk

In today's fast-paced and competitive market, businesses must adapt quickly to changing customer needs, regulatory requirements, and technological trends. One way to achieve this is by using extensible software, which offers several benefits for businesses of all sizes and industries. A second bonus is achieved with free and open-source software.

Extensible software, such as Znuny, enables adding new features, functionalities, or integrations without requiring significant changes to the core code—extensible software.

  • is customizable
  • adapts to different scenarios and workflows and has a wide range of applications
  • enables businesses to leverage existing tools and technologies and integrate them with new ones
  • creates seamless and efficient integrations

Open-source software, such as Znuny:

  • is developed and maintained by a community of developers who share their code and collaborate on improvements
  • is constantly updated, tested, and enhanced by a large and diverse group of experts
  • allows businesses to access the source code and modify it
  • is most often available without licensing fees
  • grants freedom from vendor lock-in

Businesses can benefit from two major areas by using open-source and extensible software.


Open-source and extensible software allows businesses to see how the software works, what data it collects, and how it processes it. This increases the trust and confidence of customers, partners, and regulators, who can verify the quality and security of the software. Transparency also fosters collaboration and innovation, as businesses can share their insights and feedback with the developer community and contribute to the improvement of the software.

Znuny has you covered. Our portable and open-sourced code, as are all other free extensions, is freely available on GitHub.


Open-source and extensible software allows businesses to respond quickly to changing market conditions, customer demands, and technological trends. Businesses can easily modify the software to meet their needs or add new features or integrations to enhance their capabilities. Agility also reduces the risk of obsolescence, as businesses can access the latest software version or switch to a different one if needed.

Many add-ons to extend your Znuny are available on the free market. Additionally, it's pretty easy to develop this compelling framework using the developer documentation.

Add-on Highlight

One of the many readily available community extensions of Znuny is the Znuny-QuickClose feature. Often, a ticket can be purely informational; in other cases, a quick thank you can reopen a ticket, and in others, issues that may have already been solved were unfortunately left open rather than set to close upon submitting the solution to the customer. In these cases, it would be nice to close the state of an individual ticket quickly. Znuny-QuickClose adds a menu and pre-menu modules for just this purpose.


You can install the community add-on by selecting and updating the Znuny Open-Source Add-ons repository. Then click Install next to the package description.

Online Repository List


Configuration, as with all add-ons, is simple, auditable, and available in the ( link: https://doc.znuny.org/znuny_lts/admin/systemconfiguration/index.html#system-configuration text: system configuration) front-end. Navigate to and select the group Znuny-QuickClose to activate the menu and pre-menu modules you desire.

System Configuration

Additionally, you can confirm options to create a specific note when closing the ticket. Each add-on contains a PDF with the usage and configuration instructions, which can be accessed in the package manager overview before and after installation.


Leave a Message

This package allows you to create a note upon close. For all options, see the documentation.

Body Text Option


Additionally, you can identify more about the type and reason for closing by defining a reason per close menu option. The formats for the fields can be found in the documentation. Here is an example URL configuration.

Action=AgentTicketZnunyQuickClose;TicketID=[% Data.TicketID | html %];DynamicField_ZnunyText=Text;DynamicField_ZnunyDate=2020-02-02;

URL Settings

In summary, with Znuny, you have a potent framework for building your business on a reliable, widely used, and future-proof platform. It's powerful and offers the flexibility your organization needs to meet ever-changing demands on your service desk.